JUAN ALARCON
Kendall,FL
Summary
Seasoned IT professional with a proven track record at Canvia, Tecsup, Alternativa Tecnologica y Museo de Arte de Lima, adept in technical solution analysis and offering exceptional remote support. Skilled in SLA compliance and troubleshooting, my strategic approach to incident management and dedication to optimizing technical operations have significantly enhanced service delivery. Expert in fostering team collaboration and driving customer satisfaction through effective problem-solving.
Overview
15
15
years of professional experience
Work History
Service Desk Support Specialist (Level 1)
Canvia
Lima, Lima
01.2021 - 10.2022
- Analyzed computer issues, identified root causes, and implemented solutions.
- Unlock SSO accounts.
- Address customer inquiries via phone, email, chat or ticketing system.
- Log inquiry activity with SOLMAN SAP.
- Troubleshoot basic software, hardware or network issues.
- Delegate difficult issues to second level support.
- Create an inbound ticket to follow up on each customer
IT Analyst
TECSUP N°1
Lima, Lima
04.2015 - 07.2020
- Analysis and Implementation of continuous improvement projects.
- Mobile Equipment Management and Billing.
- Coordination with Suppliers.
- SLA Compliance.
- Software and License Inventory Management.
- Level 2 and 3 support for the investigation and resolution of major incidents.
- Warranty Management Lenovo – Provinces (Desktop, Notebook)
Services, Warranties and Contracts Manager.
ALTERNATIVA TECNOLOGICA
Lima, Lima
07.2014 - 03.2015
- HP Warranty Management (Desktop, Notebook, Servers, Workstation).
- Warranty management for the brands: BenQ, Xerox, OKI Data, Olidata, Fujitsu and Brother.
- Support service management with SLA for the companies: Backus, Messer Gases, OM Pharma, Wartsilla, Eli Lilly, Laboratorios Roche, Lufthansa.
- Service management for the Interbank bank (Installation and support for Lumens embossers).
Field Support Supervisor Client: CENCOSUD
ALTERNATIVA TECNOLOGICA
Lima, Lima
04.2012 - 07.2014
- Supervised and evaluated performance of Support staff, providing training and feedback as necessary.
- Conducted regular meetings with Support team to ensure effective communication and collaboration between teams.
- Monitored customer service levels to identify areas for improvement and develop plans to increase efficiency.
- Resolved escalated customer inquiries in a timely manner, ensuring exceptional customer service was provided at all times.
- Maintained detailed records of daily operations, including employee attendance, work schedules, customer inquiries and resolutions.
- Created reports outlining progress made towards achieving key objectives related to the Support team's activities.
Field Support Technician Client: Banco Falabella
ALTERNATIVA TECNOLOGICA
Lima, Lima
10.2007 - 03.2012
- Provided technical support to customers in the field.
- Performed installation, troubleshooting and maintenance of computers and related equipment.
- Assisted with network infrastructure and software configuration.
- Created detailed reports on customer issues and resolutions.
- Resolved customer inquiries via telephone, email, or in-person visits.
- Installed operating systems and applications on customer's computers.
- Diagnosed hardware and software problems and determined corrective actions needed.
- Repaired broken computer components such as motherboards, hard drives, memory modules.
- Maintained inventory records of all equipment serviced in the field.
- Provided remote support using remote desktop connections or other tools available.
Systems Administrator
Muse de Arte de Lima MALI
Lima, Lima
12.2007 - 12.2010
- Developed and implemented system security policies, procedures and standards for the organization.
- Monitored systems performance to identify potential issues and provided solutions as needed.
- Installed, configured, maintained and administered multiple operating systems including Windows XP, 7.
- Implemented network services such as DHCP, DNS, Active Directory and Group Policy Objects.
- Managed user accounts in AD ensuring users have appropriate access rights.
- Provided technical support to end-users across the organization with IT related issues and queries.
- Maintained hardware inventory of all physical assets in the data center.
- Upgraded existing hardware components when necessary to improve system efficiency.
- Installation and administration of antivirus software.
- Administration and management of Microsoft Office licenses.
Education
ITIL - ITIL
TECNOFORM
PERU07-2018
Application Development in Microsoft Excel CIBERTEC – Specialization in Excel Management - OFFICE AUTOMATION
CIBERTEC
PERU05-2017
Specialization in Excel Management - OFFICE AUTOMATION
CIBERTEC
PERU05-2017
Microsoft Excel 2013 Advanced - OFFICE AUTOMATION
CIBERTEC
PERU11-2016
Microsoft Excel 2013 Intermediate. - OFFICE AUTOMATION
CIBERTEC
PERU09-2016
PMI, Project Management - Projects
CGI GESTION E INNOVACIÓN
PERU06-2013
Technical Professional in Computing And Information Technology. - COMPUTATION AND INFORMATICS
CESCA HIGHER TECHNOLOGICAL INSTITUTE.
PERU01-2000
Specialization in Excel Management - OFFICE AUTOMATION
CIBERTEC
PERUSkills
- Trend Analysis
- Call Management
- Technical assistance
- Data Collection
- Debugging
- Technical solution analysis
- IT ticket documentation
- Troubleshooting and diagnostics
- Knowledge management
- Hardware troubleshooting
- SLA Compliance
- Application installations
- Technical operations optimization
- Incident Management
- Support Services
- Helpdesk operations
- Remote Support
Languages
Spanish
Native/ Bilingual
English
Elementary
Musician: I play bass and sing
- I play electric bass in rock bands.
- I'm a fan of The Beatles' music.
- I've been part of some musical groups that pay tribute to The Beatles.
- I've been part of dance music orchestras and rock music groups in Spanish and English.
Timeline
Service Desk Support Specialist (Level 1)
Canvia
01.2021 - 10.2022
IT Analyst
TECSUP N°1
04.2015 - 07.2020
Services, Warranties and Contracts Manager.
ALTERNATIVA TECNOLOGICA
07.2014 - 03.2015
Field Support Supervisor Client: CENCOSUD
ALTERNATIVA TECNOLOGICA
04.2012 - 07.2014
Systems Administrator
Muse de Arte de Lima MALI
12.2007 - 12.2010
Field Support Technician Client: Banco Falabella
ALTERNATIVA TECNOLOGICA
10.2007 - 03.2012
ITIL - ITIL
TECNOFORM
Application Development in Microsoft Excel CIBERTEC – Specialization in Excel Management - OFFICE AUTOMATION
CIBERTEC
Specialization in Excel Management - OFFICE AUTOMATION
CIBERTEC
Microsoft Excel 2013 Advanced - OFFICE AUTOMATION
CIBERTEC
Microsoft Excel 2013 Intermediate. - OFFICE AUTOMATION
CIBERTEC
PMI, Project Management - Projects
CGI GESTION E INNOVACIÓN
Technical Professional in Computing And Information Technology. - COMPUTATION AND INFORMATICS
CESCA HIGHER TECHNOLOGICAL INSTITUTE.
Specialization in Excel Management - OFFICE AUTOMATION
CIBERTEC
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